Prerequisites
To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:
- Fulfil the fundamental customer responsibilities.
- Submit the relevant forms with the required signatories.
- Ensure that you have a valid network user account and password.
- Install the supported SAP client and version of Internet Explorer on your computer.
- Before you are issued with a SAP account or granted access rights, submit completed forms 5 days prior to your training.
- Successfully complete your SAP training.
Availability
SAP is available 98% of the time 24 hours a day, 7 days a week excluding the official monthly maintenance and annual financial year-end process windows.
| Service request | Service level target (working days) |
|---|---|
| Issuing an account | Completed on the last day of training |
| Allocating and amending access rights to an existing account | Completed within 2 days of receipt of form |
| Removing access rights | Completed within 1 day |
| Resetting a password | Completed within 1 day |
| Fixing a fault | Response within 1 day |
NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.